Incident Management:

• Quickly drive incidents to resolution.
• Coordinate efforts across L2 and L3 support teams for timely incident resolution.
• Escalate cases involving process failures that delay resolution or result in SLA breaches.
• Attend regular incident review meetings to ensure open incidents are addressed promptly.
• Generate periodic service reports for stakeholders.
• Analyze incident trends to identify opportunities for improvement.
• Ensure incidents are documented accurately according to the Incident Management process.
• Monitor and report on Incident Management KPIs.
• Conduct reviews of major incidents to capture insights and finalize improvement actions.

Problem Management:

• Lead root cause analysis sessions to identify fundamental issues and preventive measures.
• Track follow-up actions to ensure timely resolution of problem tickets.
• Analyze and log problem tickets for future reference.
• Serve as the gatekeeper for all known errors.
• Monitor and report on Problem Management KPIs.

Qualifications:

• Minimum 5 years of experience in incident and problem management within a large organization.
• Excellent communication skills, capable of conveying complex information clearly.
• Interpersonal abilities to manage customer relationships effectively.
• Analytical mindset with the ability to navigate complex technical and process-related issues.
• Self-driven and capable of working independently.
• Experience in a regulated industry.
• ITIL 4 certification.
• Experience with ServiceNow is advantageous.